Failure to Respond to Panic Button Activations

Dear Netstar,

I am extremely concerned and disappointed by the failure of your response service.

I activated my panic button on two consecutive days, yet on neither occasion did Netstar respond, contact me, or make any apparent attempt to establish whether I was safe.

This is deeply concerning because the very purpose of a panic button is to provide assistance when a customer may be in distress or facing a potentially dangerous situation. A failure to respond creates a serious question around the reliability and effectiveness of the service I am paying for.

What makes this even more disappointing is that Netstar has never failed to debit my monthly instalment. If the company is able to consistently ensure that payments are collected, I expect the same level of consistency when it comes to delivering a critical service that could potentially be a matter of life and death.

I require an urgent explanation for:

Why both panic activations were not responded to. Whether the activations were received and logged on your system. What action, if any, was taken following each activation. Why I was not contacted to establish whether I was safe. What corrective measures will be implemented to ensure this does not happen again. I consider this a serious service failure and expect this matter to be escalated urgently.

My next stop is ombudman and my lawyers in not resolved.